Senior Customer Relations Assistant - 25351-FT_LT

Madrid Infoline Unit, Madrid Operations Support Service, Madrid Operations Division, Madrid Registry, Brands and Designs SectorContract Duration - 1 year (maximum cumulative length of 5 years) *Duty Station: CH-GenevaApplication Deadline: 06-Nov-2025IMPORTANT NOTICE REGARDING APPLICATION DEADLINE: Please note that the deadline for applications is indicated in local time as per the time zone of the applicant’s location.This post is a limited-term fixed-term post.1. Organizational Contexta. Organizational SettingThe post is located in the Madrid Infoline Unit (MIU), Madrid Operations Support Service, Madrid Operations Division, Madrid Registry, Brands and Designs Sector. The Madrid Operations Division is responsible for receiving, processing, and registering international trademark applications and associated transactions. The MIU is responsible for delivering high quality customer service to Madrid users and potential users in all three official languages of the Madrid System.b. Purpose StatementThe incumbent is responsible for providing the interface and day-to-day functional support to users and potential users of the Madrid System by processing and replying to standard and non-standard inquiries by email, telephone and other communication channels (live chat) related to the registration of international trademarks and subsequent transactions. The incumbent works in accordance with the Madrid Registry Standard Operation Procedures and other established guidelines, templates and scripts.c. Reporting LinesThe incumbent works under the supervision of the Coordinator of the Madrid Infoline Unit.d. Work RelationsThe incumbent will closely collaborate with various Madrid Registry teams and other work units in WIPO.2. Duties and ResponsibilitiesThe incumbent will perform the following principal duties:a. Provide a high level of customer support to Madrid System users via email, phone, live chat, and other communication channels. Interpret information from customers on the use of the Madrid System, respond to both standard and non-standard inquiries on Madrid procedures using available resources and tools in line with established KPIs, and escalate more complex or contentious issues to the Coordinator.b. Use the Customer Relationship Management (CRM) system to document, track, and follow up on customer interactions. Provide feedback to the Coordinator for continuous improvement efforts.c. Make proposals or provide feedback on certain procedural actions (typically managed by examiners) when appropriate, to help resolve issues or remove bottlenecks, and to facilitate a more customer-focused experience.d. Develop a good understanding of eMadrid and support users of Madrid online services, including eMadrid, by responding to both standard and non-standard inquiries and participating in the testing of new tool releases.e. Contribute to continuous improvement initiatives aimed at enhancing customer service processes, tools, and workflows by making recommendations to the Coordinator. Gather user feedback and propose solutions to address recurring issues, improve efficiency, consistency, and overall user satisfaction.f. Provide feedback and propose updates or improvements to support the drafting and maintenance of internal documentation that reflect best practices, procedural updates, and developments in the Madrid System and its digital tools. Propose templates and scripts, as well as content for knowledge base articles.g. Participate in training and outreach activities, such as webinars, workshops and missions organized by WIPO or partner entities, that focus on raising awareness and promoting the effective use of eMadrid and related services.h. Perform other related duties as required.3. RequirementsEducation (Essential)Completed secondary education.Formal or on-the-job training in customer service.Experience (Essential)At least eight years of relevant work experience including working in a customer service role.Experience (Desirable)Experience in the area of trademarks.Language (Essential)Excellent written and spoken knowledge of English and French.Language (Desirable)Knowledge of other official UN languages, particularly Spanish.Job Related Competencies (Essential)Good knowledge of the Madrid System (the International Trademark System).Customer/client oriented with strong verbal and written communication skills with the ability of active listening, articulation, explaining complex issues in a clear and concise manner; excellent phone and email etiquette.Strong capability with IT systems and tools essential for customer service operations, with the ability to develop solid expertise through training and hands-on use.Excellent time management and work organization skills.Ability to work independently with a strong customer orientation and being self-motivated.Excellent communication and interpersonal skills and ability to establish and maintain good working relationships in a multi-cultural environment with sensitivity and respect for diversity.Organizational skills and ability to work under pressure and independently.Good analytical and problem-solving skills and adaptable to new tasks.Job Related Competencies (Desirable)Good knowledge of Madrid Registry, working processes, standards, IT tools and understanding of Madrid Registry examination.4. Organizational Competencies1. Communicating effectively.2. Showing team spirit.3. Demonstrating integrity.4. Valuing diversity.5. Producing results.6. Showing service orientation.7. Seeing the big picture.8. Seeking change and innovation.9. Developing yourself and others.For more information, including on the salaries and benefits, please check the WIPO Careers website.